Review Time
Our rental property experienced a sewage flood from the shower, and we hadn’t even used it that day. The management informed us it was a recurring issue. The support team we contacted referred to the sewage problem as an "inconvenience." As someone with asthma, the odor made the place uninhabitable, and the bathroom was completely unusable. I recommend opting for a hotel instead.
Extremely poor service and unprofessional. I attempted to book three nights, but encountered an error. When I contacted customer support, they informed me to wait 24 hours due to an issue on their end. I waited and tried again, but the same problem persisted. They advised me to attempt the process once more, but I was running out of time as my booking date was the next day. They insisted this was the only solution and suggested I book elsewhere. Ultimately, I had to find another option at the last minute. If they had communicated this earlier, I could have secured a better price. Their scripted responses did not resolve my issue.
Upon arrival, the property had no functioning heating or hot water, and lacked smoke and carbon monoxide alarms. The list of problems continued. The support team was unhelpful, merely relaying my concerns to the host without offering any solutions. After over 30 messages, I spent 8 hours of my vacation dealing with this ineffective service. I strongly advise against using them!
This platform has proven to be quite unsatisfactory, operating under a troubling business model that fails to protect guests' rights. There is no effective conflict resolution, and the support seems indifferent. They show little concern for customers, regardless of personal circumstances like illness or emergencies; their primary focus appears to be on profit. Once payment is made, it feels impossible to recover funds, and they even impose cleaning fees for cancellations. Hosts can easily deceive and vanish without any assistance from customer service. I will avoid this platform in the future and advise others to do the same. It's better to book with traditional hotels that typically offer clearer policies to protect their guests.
This was one of the most troubling travel experiences I've ever encountered, revealing significant shortcomings in how the service responds when issues arise. During a 24-hour period in a major city, the management of multiple bookings left me without accommodation late at night. One listing was uninhabitable: no hot water, strong cigarette smoke coming through the AC, and missing essential amenities. Given that I had surgery planned, staying in such conditions was unacceptable. Support then directed me to a replacement listing that did not permit pets, despite my pet being clearly noted in my account settings and communicated multiple times over the phone. I only discovered this shortly before my arrival. When I arrived, exhausted and late at night, the apartment was visibly dirty, as if it hadn’t been cleaned after the previous guest. Due to the service’s mismanagement, I had to take multiple rides back and forth late into the night, carrying heavy luggage and a stressed animal, unpacking and repacking repeatedly, without food or rest. Eventually, around 2 a.m., I found myself without a place to stay. What made this situation truly unacceptable was the support provided. Promised callbacks never occurred. Support threads were closed without resolution. The unusable reservation wasn’t canceled or refunded in a timely manner. Communication was chaotic, fragmented, and deeply ineffective. Even worse, after I clearly indicated multiple times that I had surgery scheduled, the service repeatedly attempted to contact me by phone on the day of my surgery and during my immediate recovery, despite my explicit requests for written communication only. Numerous calls and messages were sent throughout the day. This was not care. It was intrusive, stressful, and completely inappropriate. The reservation was eventually refunded only after escalation, but the damage was already done. I am still pursuing reimbursement for transportation costs incurred solely because of the service’s failures. This was not just an inconvenience. It was a complete breakdown of duty of care, accountability, and basic human consideration. If you are traveling alone, with a pet, or with medical needs, understand this clearly: when the service fails, you are on your own, and their support system can exacerbate an already bad situation. I will never rely on this service again! They repeatedly call at inappropriate hours, communication is often unclear due to language barriers, and there is frequent misunderstanding on both sides, which makes resolving urgent issues extremely difficult. Please reconsider outsourcing customer service!
Having been a personal host for several years, I previously found great satisfaction in working with the platform. My earlier experiences were seamless, consistent, and in line with the values promoted at that time. However, my recent involvement with the new host onboarding and support program has been quite disappointing. Despite investing considerable time, travel, and hands-on assistance to ensure proper onboarding, the compensation fell short of covering my actual expenses. In one instance, my costs surpassed $200, resulting in a financially negative outcome despite adhering to all guidelines. The bonus structure appears to depend on internal metrics that do not accurately reflect the genuine workload associated with providing quality support to new hosts. It is troubling that a program intended to foster quality and engagement seems to penalize those who put in the most effort. This experience contrasts sharply with the positive values I once appreciated in the platform. A thorough reassessment of the compensation model is essential to guarantee fairness and alignment with the platform’s stated principles.
The platform is extremely unreliable and poses significant dangers. I booked a costly apartment only to arrive at a place that was far from what was described: it's not even a third of the promised size, missing two rooms and a bathroom, and it was filthy with hair everywhere. Arriving at night turned my experience into a nightmare. There was no customer support available; they promised to return my call but never did. The host dismissed my concerns, stating he had been in this business for ten years and that the service wouldn't intervene, leaving me with nowhere to turn. I had to find a hotel on my own at that late hour. After four days, the platform finally reached out, following numerous unanswered calls and countless messages from me, without any apology. They fail to grasp the gravity of the situation. To top it off, the misleading listing remains active, and no actions have been taken. This situation warrants a report.
I had a frustrating experience with the service's resolution team concerning a damage claim. I was billed $800 for an old window that had a crack at the bottom of the frame, with no clear signs of impact. I am certain that we did not cause this damage, yet the resolution process failed to adequately consider the cause or the property's condition. The whole experience felt unjust and lacked transparency, and I hope the service enhances its methods for evaluating claims and assisting guests.
I stayed in a flat that was clearly unsafe—black mold, steep unlit stairways, and a bedroom door that wouldn't close. I reported my concerns to the service, but they provided no real solution. After numerous attempts to follow up, their best offer was a 20% refund on a bed that cost £80 for one night. It's a complete disappointment. I won't consider using them again; I'd rather sleep in my car.
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